Job Description
Title: Service Desk Lead
Location: onsite 5 days a week in NYC
Duration: FTE/permanent
Salary: 95-110K +bonus
Key Focus Areas
- Lead and develop a Service Desk team, setting clear expectations and ensuring consistent coverage.
- Oversee daily support operations, ticket workflows, and service quality.
- Act as an escalation point and communicate clearly with stakeholders.
- Maintain documentation, knowledge resources, and asset accuracy.
Technical Foundation
- Working knowledge of infrastructure, networking, identity and access management, and DNS.
- Experience supporting end-user devices and core productivity platforms.
- Familiarity with enterprise ticketing / ITSM tools.
Ideal Profile
- 5+ years in IT with prior service desk leadership experience.
- Strong technical skills in Networking/infrastructure/ IAM/DNS
- Strong communicator who can see the bigger picture and guide rather than direct.
- Committed to customer service, accountability, and continuous improvement.